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1、Conversational commerce:Driving customer engagement and business growthCustomer experience doesnt just differentiate your business,it drives competitive advantage and growth The convergence of digital channels,near ubiquitous use of mobile phones,and more seamless mobile payments have changed how bu
2、siness supports,services,and sells to customers.Mobile commerce is emerging as a defining channel for many organizations,with research estimating that mobile will make up about 73%of ecommerce sales in 2021,and more than 10%of all retail sales by 2025.1 76%of respondents shop on mobile devices becau
3、se“it saves them time.”2Mobile commerce is expected to double its share of retail sales,with the percentage of transactions from mobile/digital wallets rising to more than 50%by 2023.302Today,more than 80%of mobile device time is spent on chat apps;businesses have recognized that messaging isnt just
4、 convenient and fast,it has become vital to a modern customer experience.4 With 85%of business buyers and 79%of consumers believing that the experience a company provides is as important as its products or services,messaging applications have given rise to new communications channels that create new
5、 opportunities to grow sales,build customer loyalty,and gain insights into customer needs.5Whether interacting with a human representative or chatbot perhaps even both conversational commerce enables real-time customer engagement.From chatting with customer service representatives to ask questions o
6、r resolve issues,to getting personalized recommendations and enabling in-app purchases,conversational commerce has become a growth engine for modern business and instrumental to delivering a differentiated,proactive,and,often,real-time customer experience.0304Why conversational commerce customers me
7、ssage with brandsSource:Why Conversation Is the Future of Commerce,Facebook business news,Sept.2019.product or pricing information45%instant response any time35%easy way to shop33%personalized advice31%ability to negotiate prices30%05AwarenessAwareness is the first touchpoint between a customer and
8、a brand.It allows consumers to better understand its values,purpose,and products.During this stage of the journey,conversational experiences can be used to delight and excite consumers.Research Conversational experiences excel in the research stage where consumers are seeking to learn more about a b
9、rand,product,or service.Bots enable consumers to quickly get answers to questions,reducing the need for them to search elsewhere.The role of conversational commerce in the customer journey06ConsiderationWhen consumers have decided upon which product and/or service they want to purchase,conversationa
10、l,commerce-enabled experiences are well placed to recommend additional items to create upsell opportunities.PurchaseAs described on the next page,this is a key step in the evolution of conversational experiences away from website traffic drivers to commerce enablers.Re-targetAfter a consumer engages
11、 with a conversational experience on a messaging platform such as WhatsApp,brands have scope to follow up with the consumer through these channels.If brands go down this route,the bot can reference past conversations to provide a more personalized experience.Jumper.ai enables you to build brand trus
12、t by engaging consumers throughout their buying journey,on the channels they love.You can also take advantage of AI-powered omnichannel experiences that boost sales,increase customer satisfaction,and return buyer behavior intelligence.07Jumper.ai The Vonage conversational commerce applicationConvers
13、ational commerce Expand ecommerce revenue through conversational retailing via messaging apps and live chat,with or without chatbots.Online store associates Connect your in-store associates with customers,offer presale consultations,and generate sales,all within the live chat.Lead generation Increas
14、e new inquiries,bookings,and registrations.Make“getting in touch”with your representatives as simple as chatting.With more consumers preferring to shop online,live-selling and conversational commerce are on the rise.Jumper.ai from Vonage helps create rich customer experiences and 4x higher sales con
15、versions compared to their daily average.Eda Lim,Head of Digital and eCommerce,LOral Luxury Malaysia0809Enabling social messaging with the Vonage Messages APIWith Vonage,expanding your social messaging strategy is simpler.The social messaging solution,Vonage Messages API,provides a unified platform
16、for multiple channels,such as Short Message Service(SMS),Multimedia Messaging Service(MMS),and popular social chat apps so you can communicate with your customers on whichever channel they love most.That,paired with rich features and instant results,makes for one engaging,cost-effective chat experie
17、nce.Multiply your reach-Single API gives access to multiple channels,such as SMS,MMS,WhatsApp,Viber,Facebook Messenger,and more.Optimize delivery Messages are routed to universal SMS if your customer is unreachable on social apps.Our global presence and support enable the enterprise capabilities you
18、 need to grow,build out contact centers,expand unified communications,and enhance your commerce solutions.10Vonage accelerates business by empowering customers and enabling conversational commerceVonage accelerates the worlds ability to connect by enabling you to engage customers through their prefe
19、rred communications channels.Now your customers can enjoy the experience they seek and you can drive sales and build loyalty.The Vonage Communications Platform and Vonage partners deliver solutions to fit your business needs by:.Facilitating an omnichannel experience to reach and engage customers on
20、 their schedule and platform of choice.Enabling employees with one account streamlined into one platform to initiate and build real-time customer connections.Giving customers and colleagues seamless access to information to support collaboration and an efficient,positive experienceLogistics giant Ar
21、amex innovates their last-mile delivery with the Vonage Messages API and WhatsAppAramex,a logistics company based in Dubai,used the Vonage Messages API and WhatsApp to create outstanding customer experiences that boosted profitability.ChallengeAramex needed to heighten the effectiveness of its deliv
22、ery process and enhance the customer experience.The solution needed to be implemented quickly.SolutionThe Aramex-WhatsApp Business solution service,supported by Vonage,provides customers with highly integrated communications and messaging channels.The features Aramex currently offers are“find the ne
23、arest Aramex location”and a“track and trace”functionality.Future digital enhancements will include“on-demand and customized customer interaction for shipment notifications.”1112ResultsIn the first six months of integrating WhatsApp,Aramex:customers through WhatsApp1M+of their inbound call volume19%o
24、f shipment inquiries through WhatsApp41%DecreasedServedProcessedMany consumers prefer WhatsAppWith 2 billion users across 180 countries,and growing every day,WhatsApp is one of the worlds largest messaging platforms.As the figures demonstrate,a large number of consumers use and prefer WhatsApp to ca
25、ll and text.But its not just personal use thats driving the growth of this messaging platform.WhatsApp use increased 40%during the COVID-19 crisis,in part due to the rise in contactless shopping,making it the platform of choice for businesses that needed to rapidly respond to a changed shopping envi
26、ronment.6The increase in conversational commerce,combined with WhatsApp as a customer engagement tool,has given brands the ability to seamlessly transact over WhatsApp and support customer journeys that build long-term trust and loyalty.13The integration with the WhatsApp Business solution through t
27、he Vonage Messages API enables us to communicate with our customers and receive precise delivery instructions on time and in an efficient manner.This allows us to become more effective on the ground and improve the quality of service.Mohammed Sleeq,Chief Digital Officer,Aramex14Learn moreLearn how V
28、onage can drive conversational commerce opportunities for your business.Sources1 eMarketer,Mcommerce to double its share of retail sales by 2025,October 2021.2 Dynamic Yield Research,The State of Personalization in Mobile Commerce.3 WorldPay,Global Payments Report,2020.4 The Economist,Will conversational commerce become the next big thing in online shopping?,July 10,2021.5 Salesforce,The State of the Connected Customer,Fourth Edition,2020.6 Kantar,COVID-19 Barometer:Consumer attitudes,media habits and expectations,April 2020.Copyright 2022 Vonage,All Rights Reserved.